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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 12

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List of questions

Question 111

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Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

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Question 112

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Validating business processes involves testing workflows and flow logic. Which tool helps with this?

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Question 113

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Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

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Question 114

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Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?

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Question 115

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The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

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Question 116

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The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

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Question 117

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The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

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Question 118

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The release plan includes automated regression testing. What is the primary benefit of this approach?

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Question 119

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The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

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Question 120

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The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

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While the stakeholders might not be familiar with the term 'Continuous Integration,' outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time. Which feature should the consultant use to accomplish this?
While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown: Ursa Major Solar (UMS) is implementing Email-to-Case in its ... Salesforce notaro which it has used in the past 2 years as its Case Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project? Add two requirements to the backlog in the current release date EmailMessage object to meet data requirements for Einstein formal Car Cassium be up Einstein Case Classification. Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to: A) A Add two requirements to the backlog in the current release: B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product. What should the company do to deflect cases? Implement an internal knowledge base. Implement a customer-facing knowledge base Implement a new channel in SMS. Choose While both implementing an internal knowledge base and implementing a customer-facing knowledge base can help deflect cases, the most impactful choice for Ursa Major Solar is: Implementing a customer-facing knowledge base. Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why. Which recommendation should a consultant make to the Salesforce ..
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?